How it works
We ask the people who do the work. Then we let the timestamps speak.
Each team answers a short check-in about how its work really runs. Every answer adds a step to the map.
A few taps, not a workshop
Six short questions, on a phone or a laptop.
The whole team adds to it
The map shows how work really runs, not how it is supposed to.
No guessing
A time nobody gave stays blank until someone gives it.
About the process
Roles, never names.
Your leaders sign off
They review the map and set the goal for each step.
Lending · Team check-inQuestion 3 of 6
When an application arrives, what do you do first?
Check it is complete
Pull credit
Call the customer
How long does it usually take?
Under 1 hr1–4 hrsSame dayLonger
Next
Your department's map
- Application arrivesOnline
- Picked upProcessor · 1–4 hrs
- Completeness checkProcessor · 1–4 hrs
- Waiting on documentsNo goal yet
- Credit decisionNext question
12 of 14 teammates answered
From check-in to measurement
Five steps, one department at a time.
1 · MAP
Start from a baseline, adjust it to you
- We bring a baseline map of consumer lending.
- You remove what you do not have, move duties to the departments that really do them, and add your own steps.
- Team check-ins fill in the waits and handoffs nobody wrote down.
2 · SET GOALS
Your leaders set the time for each step
- Every step gets a goal from the department that owns it.
- A wait with no goal is flagged, because it is often where the time goes.
3 · MEASURE
Read the timestamps you already have
- Your systems already record when work moves; we read only that.
- Steps no system records get a simple form or log, so small organizations are measured too.
4 · FIND THE CAUSE
The few causes behind most of the gap
- Which steps miss their goal, how often, and by how much.
- Where work waits and where it is sent back.
5 · RECOMMEND
What to change first
- Recommendations in plain language, for your leaders to decide on.
- Which departments need to act together to hit a shared goal.
THEN
Measure again
- The same map, the same goals, the next month.
- Your progress, measured against your own goals.